Question: 1.An end users mobile device locked up while it was in use, and the touch screen was not responsive. When the end-user held down the

1.An end users mobile device locked up while it was in use, and the touch screen was not responsive. When the end-user held down the power button, the screen went black as if it was powering off. The device displayed the same thing on the screen when the user pressed the power button to turn the device back on. Which of the following should the technician do NEXT? A. Wait for the battery to drain completely and then recharge it B. Force a hard restart on the device with a special button combination C. Replace the devices touch-screen display D. Reset the phone to factory default settings

2.A user opens a phishing email and types login credentials into a fake banking website. The computers antivirus software then reports it has quarantined several temporary internal files. A technician disconnects the computer from the network. Which of the following should the technician do NEXT? A. Have the user change the password B. Update the antivirus software and runs scans C. Disable the users local computer account D. Quarantine the phishing email

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